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Request offers wait for your answer. A paid request holds the guest’s card, and approving captures the payment. Portals > Requests needs Manage Submissions. The sidebar badge counts requests waiting for you, up to 50+.

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Approve or decline

  1. Open a request under Needs decision
  2. Check the Request, the guest’s Answers and their Contact note
  3. Click Approve, or Decline with an optional note
  • Guests see Request sent in the portal and nothing after that. To tell them the answer, use the Portal request approved and Portal request declined workflow triggers or message them
  • The decline note stays with the request. It isn’t sent to the guest
  • A request with no decision expires after 5 days, and any hold is released
  • Decided lists approved, declined and expired requests
You can also decide from the Portal request card in the conversation, with Approve or Decline, or with the Resolve portal request workflow step. Approving from the inbox doesn’t ask you to confirm a time change.

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Reservation changes

Early check-in, late checkout and extend stay requests show the current and updated arrival, departure and nights. After you approve, each part shows its status:
  • Extend stay checks the PMS calendar again before capturing the payment
  • If the PMS update fails after an extend stay payment is captured, a refund is requested automatically